Genesys Cloud – March 23, 2026
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
New commercial model for work automation tasks and workitems
Work Automation
Customer engagement
Genesys Cloud now offers work automation as a consumption-based offering and no longer as an add-on license. Administrators can use work automation to define tasks and automate workflows based on predefined processes. This update enables organizations to automate, route, and manage work across stages of the customer lifecycle.
Additional details:
One of the following licenses
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Genesys Cloud introduces case management
Work Automation
Customer engagement
Administrators can now use Genesys Cloud case management to orchestrate and track complex customer requests that require multiple interactions and collaboration across teams. This release enables configuration of cases with up to three stages, low-code task automation, and intelligent task routing. Agents can create, view, and work on cases, and supervisors can monitor case progression and SLA adherence. Case management is available within Genesys Cloud.
Additional details:
One of the following licenses
Read more
Poly/HP Edge B Series managed phones available in Genesys Cloud
Voice
Customer engagement
Administrators can now deploy Poly/HP Edge B Series hardware phones as Genesys Cloud managed phones. This feature enables registration, provisioning, and management of Poly/HP B Series models using the Genesys Cloud phone provisioning service, expanding support for the next generation of Poly IP-based SIP phones.
Additional details:
One of the following licenses
- All licenses include this feature.
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Message parking for Genesys Cloud
Cross Channel
Customer engagement
Agents can now park and resume message conversations, including social DMs, open messaging, web messaging, and SMS, for a configurable duration (default: 7 days). Supervisors can view and transfer parked messages, monitor parking metrics in analytics, and manage interactions from analytics dashboards. Parked messages do not count toward billing, average handle time, or agent utilization, and agents can park up to 25 messages each. Visual cues, such as toast notifications and transcript logs, help users track parked interactions. Feature availability and permissions depend on license type.
Additional details:
One of the following licenses
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Ingest external events through APIs for External Contacts
Data Integrations & Connectors
Data, analytics, and reporting
Genesys Cloud now supports ingesting external events through APIs and associating them with External Contacts in an organization. Organizations can define custom event data sets from third-party or homegrown systems and send them to Genesys Cloud through APIs. This foundational capability establishes the data model and ingestion framework that will enable customers to use external event data across the Genesys Cloud platform, including for journey analysis, orchestration, routing decisions, and customer profile enrichment.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
Support for Poly Trio C60 conference phone as a Genesys managed phone
Unified Communication & Collaboration
Employee productivity
Administrators can now deploy Poly Trio C60 hardware phones as Genesys Cloud managed phones. This feature establishes support for the next generation of Poly IP-based SIP conference phones, enabling streamlined provisioning and management alongside other supported Poly devices.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Extended markdown in messaging channels
Agent Workspace
Employee productivity
Administrators can now enable a channel-aware markdown editor with a formatting toolbar in the messaging component, making it easier for agents to apply markdown consistently across channels. While web messaging previously supported markdown through syntax, the new toolbar simplifies formatting and extends agent-side formatting support to WhatsApp and Facebook Messenger. In addition, agents now have access to a resizable text input field across all messaging sub-channels, providing a consistent, channel-less experience and allowing agents to adjust their workspace based on the length and complexity of each conversation.
Additional details:
One of the following licenses
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more
Support for multiparty voice calls in CX Cloud with Salesforce Service Cloud Voice
CRM Integrations
Open platform
Administrators can now allow CX Cloud agents to add up to six participants to a voice call when using Salesforce Service Cloud Voice APIs (available with the Salesforce Summer '25 release). Agents can consult with an additional participant, merge participants into the call, mute or disconnect individual parties, and leave the call while allowing the remaining participants to continue.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
Deprecation: GPE journey outcomes
External Contact Management
Deprecations
On May 25, 2026, Genesys Cloud will deprecate GPE journey outcomes, including the outcome prediction feature that calculates the probability that an online visitor will achieve a defined outcome and uses that score for proactive engagement in Genesys Predictive Engagement. After this date, the feature and all related configurations will no longer be available.
Additional details:
One of the following licenses
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX 4
- Genesys Cloud CX AI Experience
Read more
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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Tracy
Genesys
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